Current jobs related to Escalation Specialist - Richmond Hill, Ontario - Carry Telecom Inc

  • NOC and Escalations Resolution Specialist

    2 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    **Job Summary**MBC is seeking a highly skilled NOC and Escalations Resolution Specialist to join our team. As a key member of our support team, you will be responsible for delivering exceptional service to our customers by resolving complex escalated incidents from other support teams.**Key Responsibilities**Day-to-day troubleshooting and resolution of...

  • NOC and Escalations Resolution Specialist

    2 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    **Job Summary**MBC is seeking a highly skilled NOC and Escalations Resolution Specialist to join our team. As a key member of our support team, you will be responsible for delivering exceptional service to our customers by resolving complex escalated incidents from other support teams.**Key Responsibilities**Day-to-day troubleshooting and resolution of...

  • NOC and Escalations Specialist

    1 week ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.Key Responsibilities:Day-to-day troubleshooting and resolution of escalated...

  • NOC and Escalations Specialist

    1 week ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.Key Responsibilities:Day-to-day troubleshooting and resolution of escalated...

  • NOC and Escalations Specialist

    2 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    Escalations Analyst Job DescriptionWe are seeking a highly skilled Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbal and written,...

  • NOC and Escalations Specialist

    2 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    Escalations Analyst Job DescriptionWe are seeking a highly skilled Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbal and written,...

  • NOC and Escalations Specialist

    1 week ago

    Richmond Hill, Ontario, Canada MBC Full time

    Escalations Analyst Job DescriptionWe are seeking a highly skilled Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbal and written,...

  • NOC and Escalations Specialist

    1 week ago

    Richmond Hill, Ontario, Canada MBC Full time

    Escalations Analyst Job DescriptionWe are seeking a highly skilled Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbal and written,...

  • NOC and Escalations Specialist

    7 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Specialist

    7 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Specialist

    4 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Specialist

    3 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Specialist

    6 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Specialist

    6 days ago

    Richmond Hill, Ontario, Canada MBC Full time

    Job Title: NOC and Escalations AnalystWe are seeking a highly skilled NOC and Escalations Analyst to join our team at MBC. As a key member of our support team, you will be responsible for delivering exceptional service to our customers while resolving complex escalated incidents.The ideal candidate will possess excellent communication skills, both verbally...

  • NOC and Escalations Resolution Specialist

    3 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    About the RoleMBC is seeking a highly skilled and experienced Escalations Analyst to join our team. As an Escalations Analyst, you will be responsible for delivering exceptional service to our customers by resolving complex escalated incidents from other support teams.Key ResponsibilitiesDay-to-day troubleshooting and resolution of escalated incidentsMonitor...

  • NOC and Escalations Resolution Specialist

    3 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    About the RoleMBC is seeking a highly skilled and experienced Escalations Analyst to join our team. As an Escalations Analyst, you will be responsible for delivering exceptional service to our customers by resolving complex escalated incidents from other support teams.Key ResponsibilitiesDay-to-day troubleshooting and resolution of escalated incidentsMonitor...

  • NOC and Escalations Resolution Specialist

    4 weeks ago

    Richmond Hill, Ontario, Canada MBC Full time

    We are seeking a skilled Technical Incident Manager to join MBC's Richmond Hill team. As a Technical Incident Manager, you will be responsible for resolving complex technical incidents from various support teams, implementing agile projects, and delivering exceptional service to our customers.Key Skills and QualificationsStrong organizational and time...

  • Technical Support Specialist

    1 week ago

    Richmond Hill, Ontario, Canada OpenText Full time

    Job Title: Principal Technical Support SpecialistAt OpenText, we're seeking a highly skilled Principal Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers who use the Data Protector product.Your Key Responsibilities:Provide escalation-level...

  • Technical Support Specialist

    1 week ago

    Richmond Hill, Ontario, Canada OpenText Full time

    Job Title: Principal Technical Support SpecialistAt OpenText, we're seeking a highly skilled Principal Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers who use the Data Protector product.Your Key Responsibilities:Provide escalation-level...

  • Technical Support Specialist

    2 days ago

    Richmond Hill, Ontario, Canada OpenText Full time

    Principal Technical Support SpecialistOpenTextAt OpenText, we're committed to innovation and collaboration. As a Principal Technical Support Specialist, you'll have the opportunity to partner with top companies worldwide, tackle complex issues, and contribute to projects shaping the future of digital transformation.As a key member of our team, you'll provide...

Escalation Specialist

3 months ago

Richmond Hill, Ontario, Canada Carry Telecom Inc Full time
Escalation Specialist


The Escalation Specialist is responsible for resolving and dealing with customer escalations and support Call Center Manager leading a team of agents who strive to provide first level customer services to our customers in regard to our products and services provided, order processing, billing and technical inquiries and problem solving.

This role requires the collaboration with management team members, resolve and report call center or agent issues that might affect the company.


Responsibilities:

  • Take the escalation calls and provide a solution to resolve customer complaints and requests. Help with sales or technical support calls when agent lines are busy.
  • Proactively provide timely feedback to call center agents or management team on areas of improvement, and implement quick solution and propose suggestions to management in reducing the number of escalation and improving customer's satisfaction.
  • Acquire the capability to identify, analyze, and initiate the escalation process to ensure that all escalations cases are resolved within specified timeframe and in an efficient manner.
  • Take initiative to coordinate with the customers for developing an escalation management plan as per their requirements, add additional resources for escalation process if required.
  • Analyze, monitor and report the daily trend of escalation.
  • Provide guidance on Incident Management process to call center staff and assist in their training and knowledge development. Serve as coach and mentor, consistently work with call center team as well as escalation team to evaluate and improve skills of the team members.
  • Establish and maintain management reporting on incidents and escalations.
  • Maintain a positive brand reputation by actively monitoring reviews on social media platforms such as google, Facebook etc.
  • In partnership with the Account Manager, effectively dispute charges and charge backs.
  • Perform any other duties assignment by the Company.

Qualifications
& Skills

  • Bachelor degree or diploma in business or administration and/or relevant work experience.
  • 3+ years of experience in customer service
  • 12 years of experience working in team lead or supervisory role
  • 13 years working in a call center environment (preferred but not required)
  • Must have strong computer literacy, windows and Internet navigation knowledge
  • Available to work on a flexible schedule to meet business needs
  • Excellent active listening, communication skills and interpersonal skills with a professional telephone manner
  • Customer Champion: passionate about providing Top Notch customer service
  • Strong problemsolving skills and ability to deal with customers diplomatically and effectively in a fastpaced environment
  • Punctual and committed to work schedules
  • Able to multitask in a fastpaced environment
  • Strong team leadership accountability, prioritization and time management skills
  • Great proactiveness and initiative demonstrated

Job Types:
Full-time, Permanent

Salary:
$20.00-$25.00 per hour

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • Onsite parking
  • Vision care

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • North York, ON M2H 2N5: reliably commute or plan to relocate before starting work (required)

Experience:

Customer Service: 3 years (required)

  • Leadership: 1 year (preferred)
  • Call center: 2 years (preferred)

Work Location:
In person